S2 Game - Final

What does an Asset mean in Sling and on Conviva?

• The amount of time streamed on Sling

• The different devices the customer is using

  
  

• The amount of time the customer was streaming during the selected date range

• The total amount of streams (shows/movies) your customer watched

Why is it important to tailor your questions based on customers cues?

• It'll improve call efficiency and your customer's experience

  
  

• Tailoring questions helps build a connection with your customers

  
  

• Not all customers have the same comfort level with our technology

  
  

• All choices are correct

  
  

What type of ISP (Internet Service Provider) can the Customer Experience team NOT validate?

• Spectrum

  
  

• They can validate all ISPs

  
  

• Comcast

  
  

• Mobile ISP

What resources do you have to assist customers with missing locals?

• Missing Locals/Regionals Flow

  
  

• Locals on Sling Knowledge Article

  
  

• Missing OTA Locals Flow

• All choices are correct

  
  

John is having remote issues. What 2 solutions you should offer first?

• Replace the remote, reset the AirTV

  
  

• Replace batteries, reset and repair remote to AirTV.

  
  

• You should replace it first and not offer any other solutions

  
  

• Reboot the AirTV, Unplug the device

True or False: A customer using a mobile ISP is attempting to view Sling on a mobile device.

• True

• False

True or False: Customers must have an AirTV device to watch locals.

• True

• False

What could cause a customer to have internet connectivity issues?

• Too many applications open on the device

  
  

• The distance from the router and/or obstacles in between

  
  

• Browser settings on websites

• All choices are correct

  
  

What are the steps to perform a soft reset on an AirTV?

• Use settings menu

  
  

• Use a paperclip to press and hold the recessed reset button for 15 seconds and then release it.

• Press the reset button on the back of the AirTV, then immediately release it and allow it to power back up

  
  

• All choices are correct

  
  

When should you skip steps in flows?

• Whenever you feel like the step isn't needed

  
  

• When you've already attempted the step

  
  

• Never

• If you know a step will fix the issue that's further down